
TECH BUYER Mar 2020 - IDC Perspective - Doc # US44623820
Augmented Service Execution Aids a Shrinking Talent Pool
By: Aly Pinder Program Director, Service Innovation & Connected Products
Abstract
This IDC Perspective explores the impact of the aging workforce on field service and how augmentation of field work can ensure that service quality remains high as the talent pool for technicians shrinks.
"The convergence of an aging field service workforce with a dearth of available skilled workers in the market is reaching a critical point," says Aly Pinder, program director, Service Innovation and Connected Products, IDC Manufacturing Insights. "Customers demand timely resolution of issues and high-quality service experiences on every interaction; therefore, manufacturers must ensure even the least experienced technician on the team can tap into shared knowledge and best practices on day 1."
Coverage
Subscriptions Covered
IDC Manufacturing Insights: Worldwide Service Innovation and Connected Products Strategies
Regions Covered
Topics Covered
Augmented and virtual reality, Collaborative applications, Human capital management, Technology buyer
Vertical Markets
Content
List of Figures
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